Business Profile

Clinic

Aurora Advanced Healthcare, Inc.

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Complaints

This profile includes complaints for Aurora Advanced Healthcare, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

62 total complaints in the last 3 years.
18 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/20/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was charged for a service/test that was not completed. The colposcopy biopsy tool wasn't working properly (I had the same procedure done last year, it was also extremely painful then, but not like this) it felt like my cervix was being ripped out of me. They tried 3 times to get a viable biopsy sample and failed. I had a panic attack on the table and they couldnt continue if they wanted to, but I was not about to let them do that to me another dozen times to get all the viable ones they needed anyways. Afterwards I was told that there is a 2% chance that if I ignored it for 5 years that there MIGHT be something concerning. So I went through one of the most traumatizing experiences, never felt more violated in my life, for a 5 year off 2% chance. In actuality, even when performed perfectly, that procedure is more painful than a vasectomy. Do you know what is not standard for a colposcopy, but is standard for a vasectomy? **********. OF ANY KIND. There are nerve endings in a cervix. It HURTS. When i asked about it, she said "that seems like overkill", even after her and I agreed about this vasectomy vs OB study. There's a lot of doctors that make cervical blockers standard for all ob procedures, that needs to happen everywhere. Getting an iud made me black out in pain, same with the colpo. Stop minimizing our pain. Next time, bill it as a **** vasectomy, and give me the same standard of care as a man.
Business Response
Date: 05/21/2025
Thank you for contacting Aurora Health Care. An acknowledgement letter and Release of Information will be mailed to Ms. ******* Once the signed Release of Information is received back, additional information will be provided.
Initial Complaint
Date:05/05/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 1, 2025, my son was seen at Aurora Health Care by Dr. ***** ******** for a skin evaluation. Based solely on one parents verbal accountand without contacting me as the father or verifying any medical historyDr. ******** authored a report suggesting possible abuse. This report was later used in a legal proceeding and resulted in the temporary suspension of my court-ordered visitation rights.Aurora Health Care failed to include me in my sons care despite my legal custodial rights, failed to conduct diagnostic testing or consult specialists, and permitted a Child Protective Services representative to influence the care plan. As a result, a biased and medically unsupported report caused significant legal and emotional harm to both myself and my child.I have reached out to request clarification, internal review, and accountability, but have received no resolution or formal response. This incident has caused lasting damage to my parental rights, reputation, and my childs emotional stability.
Business Response
Date: 05/06/2025
Thank you for contacting Aurora Health Care. Please provide Mr. ******** son's name and date of birth. Once this information is received, further assistance can be provided.
Initial Complaint
Date:04/11/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I brought my five month old baby in for an allergy test per reccomendation of his doctor. He had a reaction to peanut butter on his skin. His cousin had recently went into anaphylaxis with peanuts and he had risk factors (excema) for developing a peanut allergy. Insurance did not cover this service and they are billing us $1,080 which is double the cost of what uninsured and insurance companies are charged. They double their costs in order to offer fake discounts to certain people. I am asking that we pay a fair market value for these services and are not overcharged simply because we have insurance that didn't cover the service.
Business Response
Date: 04/11/2025
Thank you for contacting Aurora Health Care. An acknowledgement letter and Release of Information will be mailed to Ms. ******* Once the signed Release of Information is received, additional information will be provided.
Initial Complaint
Date:04/09/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
dont kno where to begin,been trying to speak to someone incharge of billing ,a higher up,mr .aurora or ceo. anybody else is a waste of time,rude unhelpful,at home,dog barking in backgruond.this whole thing just upsets me. iv been on payment plan for yrs,*** missed a month payment,then statements stopped and off to collections it went,why? so now i speak to alliance collections i pay,and pay aurora. bill changes every month. i want it back how it was,1 place,aurora,pay every month. my credit record is how it it for 1 reason,excellant credit and bills paid. you just made a complete mess. if anyone is gonna make employee layoffs,aurora would be good place to start. no help,dont want to help, rude and unprofessinal. i repeat,please 1 statement with all combined charges,not 6,7 ,8
Business Response
Date: 04/10/2025
Thank you for contacting Aurora Health Care. An acknowledgement letter and Release of Information will be mailed to Mr. ******* Once the signed Release of Information is received, additional information will be provided.
Initial Complaint
Date:03/11/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
**** was sent to insurance with improper billing code. This was discovered during my appeal of the claim denial with the insurer. the error was pointed out and I provided the correct code when I requested the bill be resubmitted. It was submitted AGAIN with the wrong code. It was denied again by insurance. Details can be found in attached documents
Business Response
Date: 03/13/2025
Thank you for contacting Aurora Health Care. An acknowledgment letter and Release of Information will be mailed to Ms. ******** Once the signed Release of Information is received back, additional information will be provided.
Customer Answer
Date: 03/13/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
No response to the complaint was included in the message.

Regards,

***** *******
Business Response
Date: 03/17/2025
Thank you for contacting Aurora Health Care. An acknowledgement letter and Release of Information was mailed to Ms. ******* on 3/13/25. Once the signed Release of Information is received back, additional information can be provided.

Customer Answer
Date: 03/18/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The complaint is not addressed in this response from the business.

Regards,

***** *******
Business Response
Date: 03/20/2025
Thank you for contacting Aurora Health Care. The ** Better Business Bureau is considered a third-party entity, as Aurora Health Care is not directly affiliated with it. A signed Release of Information is needed to respond to Ms. ********* complaint. This form was mailed to her on 3/13/25. Once the signed Release of Information is received, a formal response to the complaint will be provided.
Initial Complaint
Date:03/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Advocate Aurora HealthCare has changed their online access to refill medications so you can now only select their mail order or pick up pharmacy at their facility to request refills. The online platform used to list all pharmacies and you could make a selection. My insurance allows Advocate Aurora as a refill provider. However it is more cost effective to use Express Scripts which is no longer an option. In addition, i am having difficulty getting another medication since it was ordered by a provider outside of Aurora. I feel Advocate Aurora is trying to force their patients to only use providers and services through them and making it difficult to get them outside of Aurora which I feel means they are trying to monopolize healthcare choices. That I know of, this is against the law and just not ******** choosing the business owner above, I am not sure I chose the correct business. The business I am filing a complaint about is Advocate Aurora Healthcare in *********. They have numerous hospitals, clinics and Pharmacies throughout *********. They have a Livewell app where you can enter refills and also get other ************** addition, they did not notify me they were having trouble obtaining my medication for autoimmune disease. My provider has left Advocate Aurora and the Aurora pharmacy aide said the problem was probably because she was an outside provider. I feel they should have notified me there was a problem before I ran out of this medication.Advocate Aurora Healthcare is not the only provider out there and we should not be coerced into using only their providers and we should be allowed to utilize providers from other healthcare facilities should we want to do that.
Business Response
Date: 03/11/2025
Thank you for contacting Aurora Health Care. An acknowledgement letter and Release of Information will be mailed to Ms. ***** Once the signed Release of Information is received, additional information can be provided.
Initial Complaint
Date:01/20/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
******** was treated at the Aurora ER on 1/20/2025. Anyone reading this complaint needs to know that for treatment for breathing issues they make you wait 1 1/2 hours, dismiss your care and do not provide medications for your issue. There is no customer service area to voice complaints is you have an issue and they will watch you suffer. Please let me know where I can get care and actually get ************* from an Emergency room instead of watching people weaze and provide no care for breathing issues. I would like to know where in *******, ** EMERGENCY care can be provided where you get care by a doctor.
Business Response
Date: 01/21/2025
Thank you for contacting Aurora Health Care. An acknowledgement letter and Release of Information will be mailed to Mr. ******** Once the signed Release of Information is received, additional information will be provided.
Customer Answer
Date: 01/21/2025
I have not received anything and Aurora is not addressing the issue above.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]

Regards,

******** *******

Customer Answer
Date: 02/26/2025
See attached
Business Response
Date: 02/28/2025
Thank you for contacting Aurora Health Care. The signed Release of Information was received on 2/10/25. However, the ** Better Business Bureau closed the complaint as Informational Only on 1/22/25. The complaint was reopened on 2/26/25. In the complaint, Mr. ******* stated that his daughter ******** was seen at an Aurora ** on 1/20/25 for breathing issues and had to wait one and a half hours to be treated. He indicated that care was dismissed, and no medications were provided for his daughters breathing issue.

I reviewed the account and documentation Mr. ******* provided with his complaint. Per the documentation,******** presented to the Aurora Medical Center Kenosha ** at 5:28pm on 1/20/25 with a barky cough that had been ongoing for 8-10 days. It was noted that ******** was seen at ****************** the day before and started on ***********, but it had not helped. The triage process began at 5:49pm and was completed at 5:55pm. Based on the provided documentation, the triage process included the following:

Travel screening
Tuberculosis screening
********************
Vital signs
Review of home medications
Review of allergies
Review of medical history
Triage plan of care

The plan of care included placement of the following orders:

Medications ************* (*******) (given at 6:41pm)
Lab COVID/Flu/RSV panel (collected at 5:58pm)
Isolation Contact and Droplet (in ** room at 6:27pm)
Imaging X-Ray of chest (started at 6:35pm)

The ** physicians contact with ******** began at 6:28pm. Discharge orders were placed at 6:53pm with a prescription for *********** (Robitussin) and at 7:09pm with a prescription for ************ (********* Z-Pak). A number of assessments were performed between 6:56pm and 6:59pm, there were negative results for the COVID/Flu/RSV panel, and the x-ray did not show anything of concern. Final assessments were performed at 7:48pm and discharge took place at 7:49pm.

When presenting to the **,patients are seen based on the severity of their medical condition. Patients with serious or life-threatening conditions take priority. The time a patient waits to be seen can also depend on how busy the ** is at the time the patient presents for care. Based on the information provided by Mr. *******, ******** did not wait for one and a half hours before being seen by ** staff. She arrived at 5:28pm, triage began at 5:49pm with a nurse, ******** was placed in an ** room at 6:27pm and discharge was at 7:49pm. From arrival to discharge,the time spent was 2 hours and 21 minutes. Further review of the account shows that no contact was made with **************** regarding Mr. ******** concerns from 1/20/25.
Customer Answer
Date: 02/28/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******** *******
Initial Complaint
Date:12/26/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/13/24 I visited an Aurora *********** clinic on this date,while I was out of state visiting family. I was pregnant and started having symptoms of a miscarriage.The clinic ended up sending me to the local Aurora hospital for an ultrasound, where it was confirmed I was miscarrying. The urgent care followed up via telephone to notify me of what was going on. I ended up flying home to ********** that next Saturday (8/17) and had to be rushed to the ** as I was hemorrhaging from the miscarriage.I received my hospital bill from the ******************* not even 2 weeks after my service date.I never received any bills in the mail from Aurora, on 10/25/24, I finally called Aurora and asked where the bills were. I was told that they automatically signed me up for electronic statements (which I never authorized and never even gave them my email address). She noted that my email address was not on file, she then stated she would get my paper statements to me in the mail. I finally received the bills in the mail on 11/4/2024. I called into Aurora to set up a payment plan, as I was already paying over $100 per month (per bill) on the ** visits from the CA hospital, so I could not afford to pay all 3 bills in full.The woman asked me how much I could pay, I told her that I could afford $40 per month.She said that wasnt enough, so I mentioned I could pay at the most maybe $65 per month.She said that they wouldnt accept less than $135 per month, which I cant afford with all my other medical bills currently.I told her that was unfortunate, and I guess I would just make payments online when I could. Since receiving my bill on 11/4/24, I have now paid $231.71, which is more than I initially told them. Last week I received a statement in the mail threatening that I was now past due, and it was going to be reported to my credit bureau.I currently have over $6,000 dollars Im having to pay off in medical bills and an extra $130 is just not in my reach for a monthly payment.
Business Response
Date: 12/27/2024
Thank you for contacting Aurora Health Care. An acknowledgement letter and Release of Information will be mailed to Ms. ********** Once the signed Release of Information is received, additional information will be provided.
Initial Complaint
Date:12/02/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am submitting this complaint against the aurora billing office, my account number is *******. I was on a $100 payment plan, and it was canceled because in October I paid $50 and in November $130, instead of $150. That's a difference of $20.00. I contacted Aurora Patient Relations, and the billing office by E-Mail on 11/2724. Their response was payment plans are not reinstated by E-mail, I should call *************. I called that phone number on 12/02/24 at 8:10am, the representative told me that for the amount of the balance $3640 the minimum payment amount would be $245.00. I explained I can't afford that I could only afford $100, and that I am struggling financially, and I would not qualify for financial assistance because I am over income. There wasn't willingness to work with me. I have been paying Aurora consistently since 2022, and my balance has been almost 5K at times, and Aurora accepted $100 then. Why won't they accept $100 now? I find this very upsetting and appalling that a non profit organization treats people who are trying to pay their bill so bad
Customer Answer
Date: 12/04/2024
I spoke with ***** a financially advocate at Aurora. She said because of my assets I would qualify to have deductible and coinsurance ****** off as long as the visits are Medically necessary , and most of my visits are. After the deductible and coinsurance balances are written off, then a payment plan of $100 could be set up. This is acceptable tome

****** *******
Initial Complaint
Date:11/26/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On November 1st we received a letter stating that we were past due of $100. I called to make that payment and no problems there. On November 26th we received an email about our payment plan being terminated. I called and the lady that I talked to was very rude. I asked to speak to a manager which she just sent me to a voicemail. I now won't hear back from her for the next ***** hours. I then called back to explain my situation yet again to another representative and they also decided to have a temper with me. They said that I have missed payments since August and I stated that I only received one statement and that was in November which I paid. No one at Aurora told me that i had missed payments. She said that is not our problem but yours and I asked doesn't that help the customer out to know and she said that it's not their problem and they'll never tell us that we are past due only through mail. They are collection happy at Aurora Health Care. I'm furious that no one in the billing department wants to have a conversation and they have 0 empathy 0 listening skills. What they do have is making people super angry and frustrated.
Business Response
Date: 11/27/2024
Thank you for contacting Aurora Health Care. We are requesting that Mr. ****** provide the following information for further assistance with his concern:

Mailing address
Guarantor name and account number for ********************** billing

Once this information is received, an acknowledgement letter and Release of Information will be mailed to him. When the signed Release of Information is received back, additional information can be provided.

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Aurora Advanced Healthcare, Inc. is NOT a BBB Accredited Business.